Last Updated: June 5, 2026.
These AI Services Terms (these “AI Terms”) govern Customer’s and its Authorized Users’ access to and use of the AI Services (defined below) in the Ricochet360 Platform, and are incorporated into and made a part of the Master Subscription and License Agreement (the “MSLA” and, together with all Service Orders and references incorporated therein, the “Agreement”). Capitalized terms used but not defined in these AI Terms have the meanings given to them in the Agreement. By accessing or using the AI Services, Customer agrees to these AI Terms on behalf of itself and its Authorized Users.
THE AI SERVICES GENERATE CONTENT AND RESPONSES USING ARTIFICIAL INTELLIGENCE, MACHINE LEARNING, AND LARGE LANGUAGE MODEL TECHNOLOGIES. SUCH OUTPUT (DEFINED BELOW) IS AUTOMATED AND MAY NOT BE SUBJECT TO HUMAN REVIEW BEFORE DELIVERY. DUE TO THE NATURE OF THESE TECHNOLOGIES, OUTPUT MAY CONTAIN INACCURACIES, OMISSIONS, OUTDATED INFORMATION, OR BIASES, AND MAY NOT BE UNIQUE TO CUSTOMER. THE AI SERVICES ARE NOT AUTHORIZED TO, AND DO NOT, BIND SPEED TO CONTACT IN ANY WAY. ANY STATEMENT REGARDING PRODUCTS, FEATURES, CAPABILITIES, AVAILABILITY, OR PRICING GENERATED BY THE AI SERVICES (INCLUDING BY RICOGURU) IS NOT OFFICIAL, MAY BE INACCURATE, AND SHOULD NOT BE RELIED UPON AS DEFINITIVE.
CUSTOMER AND ITS AUTHORIZED USERS SHOULD RELY ON OFFICIAL SPEED TO CONTACT MATERIALS, INCLUDING THE RICOCHET360 PLATFORM DOCUMENTATION AND SPEED TO CONTACT SUPPORT, FOR VERIFIED AND ACCURATE INFORMATION. THE AI SERVICES DO NOT CONSTITUTE LEGAL, FINANCIAL, COMPLIANCE, EMPLOYMENT, OR OTHER PROFESSIONAL ADVICE.
1. DEFINITIONS.
“AI Services” means those features, functionality, and services of the Ricochet360 Platform that incorporate artificial intelligence, machine learning, statistical learning algorithms, models, neural networks, or large language model (“LLM”) technologies. The AI Services may include, without limitation: (a) RicoGuru, an in-platform support and configuration copilot, and (b) CallGuru, an agent performance analysis feature. The AI Services are part of the Ricochet360 Platform, and all terms of the Agreement applicable to the Ricochet360 Platform apply to the AI Services except as expressly supplemented or modified by these AI Terms.
“AI Subprocessors” means third-party service providers whose technology, models, or services are used by Speed to Contact to provide one or more of the AI Services.
“Input” means any data, content, audio, recordings, transcripts, messages, prompts, queries, instructions, or other materials that Customer or its Authorized Users submit to, or that the AI Services process on Customer’s behalf in connection with, the AI Services.
“Output” means the responses, results, transcripts, summaries, report cards, recommendations, communications, and other content generated by the AI Services based on Input.
“STC Proprietary Data” means Speed to Contact’s documentation, support and onboarding scripts, configuration and setup guidance, knowledge base and help content, product and pricing information, processes, and other Confidential Information or proprietary materials of Speed to Contact, together with any Output to the extent it contains, reflects, summarizes, or is derived from any of the foregoing.
2. SCOPE OF AI SERVICES.
2.1. Availability. Speed to Contact may add, modify, suspend, limit, or discontinue any AI Services or any feature thereof, at any time, with or without advance notice, in Speed to Contact’s sole discretion.
2.2. Fees. Access to certain features of the AI Services may require a specific subscription, configuration, or other requirements and may be subject to additional Fees as set forth in the applicable Service Order.
2.3. Beta and Future Functionality. Certain features of the AI Services are in development or research and may not be generally available. Any AI Services or feature identified as beta, preview, evaluation, “in development,” or similar is provided on an “AS IS” and “AS AVAILABLE” basis, may be changed or withdrawn at any time, and may have limited or evolving functionality, scope, and safeguards. Consistent with Section 2.9 of the MSLA, Customer agrees that it is not entering into the Agreement in reliance on any future functionality, and no roadmap, description, or statement regarding the AI Services constitutes a commitment to deliver any feature unless expressly set forth in a Service Order.
3. INPUTS.
3.1. Input Responsibilities. Customer is responsible for all Input and for all use of the AI Services under Customer’s Account. Customer represents, warrants, and covenants that:
3.2. Input Assumption of Risks. WHERE INPUT OR ANY ACTION REQUESTED BY CUSTOMER REQUIRES OR RESULTS IN THE PROCESSING OF DATA RELATING TO THIRD PARTIES OR CONFIDENTIAL INFORMATION, CUSTOMER ASSUMES ALL RISK ARISING OUT OF OR RELATED TO SUCH PROCESSING, AND CUSTOMER AGREES THAT SPEED TO CONTACT IS NOT RESPONSIBLE FOR THE CONTENTS OF SUCH THIRD-PARTY DATA OR CONFIDENTIAL INFORMATION RELATED TO SUCH INPUT OR ANY RELATED OUTPUT.
4. OUTPUTS.
4.1. No Reliance on Output. Output may contain inaccuracies, biases, omissions, or incomplete or outdated information. Output must be independently reviewed and verified by Customer for accuracy, completeness, and suitability before any reliance or use. Output does not constitute, and must not be relied upon as, legal, financial, compliance, employment, or other professional advice, and does not bind or constitute an official representation of Speed to Contact. Output does not represent Speed to Contact’s views, opinions, or conclusions. Notwithstanding anything to the contrary in the Agreement, Speed to Contact makes no representations or warranties and provides no indemnity with respect to the Outputs or the results of using the AI Services.
4.2. Non-Uniqueness. Due to the nature of the AI Services, Speed to Contact does not represent or warrant that Output will be unique. The AI Services may generate the same or similar Output for other customers or users.
4.3. Performance Analysis. Where the AI Services produce performance feedback, scores, report cards, trend analysis, or training recommendations, such Output is advisory and informational only. Customer is solely responsible for any employment, personnel, disciplinary, compensation, or other decision or action taken in connection with such Output and for ensuring that any such decision or action complies with all Applicable Laws, including employment and anti-discrimination laws. Speed to Contact is not responsible for any such decision or action.
4.4. Output Assumption of Risks. CUSTOMER ASSUMES ALL RISK ARISING OUT OF OR RELATED TO THE USE OF OUTPUT, AND CUSTOMER AGREES THAT SPEED TO CONTACT IS NOT RESPONSIBLE FOR ANY ACTIONS TAKEN OR DECISIONS MADE IN RELIANCE ON SUCH OUTPUT, INCLUDING BUT NOT LIMITED TO ANY LEGAL, FINANCIAL, OR PERSONAL CONSEQUENCES.
5. OWNERSHIP.
5.1. AI Services. Speed to Contact and its licensors retain all right, title, and interest in and to the AI Services, the Ricochet360 Platform, and the STC Technology, including all software, algorithms, models, weights, prompts, and technologies used to process Input and generate Output, in accordance with Section 2.1 of the MSLA. No rights are granted to Customer in the AI Services except the limited license to access and use the Ricochet360 Platform set forth in Section 2.2 of the MSLA.
5.2. Feedback. Any suggestions, comments, or other feedback that Customer provides regarding the AI Services constitutes Feedback and is governed by Section 2.4 of the MSLA.
5.3. Inputs. As between the Parties, a Customer’s Input constitutes Customer Data and is owned by Customer in accordance with Section 3.1 of the MSLA. By providing Input, in addition to the limited license granted in Section 3.1 of the MSLA, Customer (on behalf of itself and all of its Authorized Users) grants Speed to Contact a non-exclusive, worldwide, royalty-free license to use, reproduce, process, host, store, transmit, and display Input to provide the AI Services and generate Output for Customer, and as otherwise permitted in the Agreement.
5.4. Outputs. As between the Parties, Output, excluding any STC Proprietary Data incorporated therein, constitutes Customer Data and is owned by Customer in accordance with Section 3.1 of the MSLA. Output does not include, and no Output operates to assign, transfer, or license to Customer any right, title, or interest in, any STC Proprietary Data or STC Technology, all of which remain the exclusive property of Speed to Contact. To the extent any Output contains, reflects, or is derived from STC Proprietary Data, Speed to Contact grants Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to use such Output solely for Customer’s internal use of the Ricochet360 Platform in accordance with the Agreement and Applicable Laws, and Customer will not reproduce, distribute, publish, resell, or otherwise exploit STC Proprietary Data except as permitted by this Section, nor use STC Proprietary Data in any manner prohibited by Section 9. STC Proprietary Data constitutes Speed to Contact’s Confidential Information under the Agreement.
6. DATA USE AND MODEL TRAINING.
6.1. Use of Customer Data. Speed to Contact’s access to, collection, use, processing, storage, and disclosure of Customer Data (including any Input and Output that constitute Customer Data) in connection with the AI Services is governed by Section 3 of the MSLA and the Privacy Policy. Speed to Contact processes such Customer Data to provide and support the AI Services and the Ricochet360 Platform and otherwise only as permitted by Section 3.2 of the MSLA.
6.2. Training and Improvement. Speed to Contact may collect and use logs, queries, and de-identified, anonymized, and/or aggregated data derived from Input and Output to operate, evaluate, develop, train, enhance, and improve the AI Services and the Ricochet360 Platform. Any such de-identified, anonymized, or aggregated data will not include personally identifiable information and will not be directly associated with or used to identify Customer, its Authorized Users, or any individual. Speed to Contact will not use Customer Data to train any AI Subprocessors’ models or any LLM.
7. AI SUBPROCESSORS.
7.1. Use of AI Subprocessors. The AI Services use technology, models, and services provided by AI Subprocessors to deliver certain features. Customer authorizes Speed to Contact to provide Input to AI Subprocessors as reasonably necessary to provide the AI Services.
7.2. Subprocessor Obligations and Availability. Speed to Contact will use commercially reasonable efforts to engage AI Subprocessors under terms requiring confidentiality and security protections appropriate to the data processed. Customer acknowledges, consistent with Section 8 of the MSLA, that the AI Services depend on the continued availability and performance of AI Subprocessors’ APIs and services, and that the AI Services may be interrupted, degraded, modified, or discontinued if any AI Subprocessors change, suspend, or cease to make their services available or experiences an outage or malfunction.
7.3. AI Subprocessors Policies. Speed to Contact uses certain AI Subprocessors to help enable the AI Services. Each AI Subprocessor maintains usage policies, acceptable use requirements, and similar terms governing the use its services (collectively, as updated from time to time, the “AI Subprocessors Policies”). The current AI Subprocessors and applicable AI Subprocessors Policies are listed and maintained at https://www.ricochet360.com/ai-subprocessors/ and are incorporated by reference into these AI Terms. By using the AI Services, Customer agrees to comply with the applicable AI Subprocessors Policies.
8. REDACTION OF SENSITIVE DATA.
8.1. Redaction Functionality. The AI Services are designed using data-minimization principles. Speed to Contact will make reasonable efforts to enable certain AI Services to detect and redact personal data and PCI Data from call audio and transcripts before such data is processed by any LLM to generate Output, and the original un-redacted source material is not intended to enter or be stored within the Ricochet360 Platform or Speed to Contact’s systems.
8.2. No Guarantee of Redaction. Redaction and scrubbing are automated and probabilistic processes. SPEED TO CONTACT DOES NOT REPRESENT OR WARRANT THAT REDACTION OR SCRUBBING WILL BE COMPLETE, ACCURATE, OR ERROR-FREE, OR THAT ALL PERSONAL DATA OR PCI DATA WILL BE DETECTED, REDACTED, OR PREVENTED FROM REACHING ANY AI SUBPROCESSORS OR LLM. Customer remains solely responsible for its compliance with PCI DSS and Applicable Laws under Section 16 of the MSLA, for not submitting PCI Data or unnecessary sensitive data as Input, and for obtaining all required consents. Customer must not rely on the redaction functionality as its sole or primary means of protecting personal data or PCI Data.
9. ACCEPTABLE USE OF AI SERVICES.Customer’s use of the AI Services is subject to the Acceptable Use Policy and the restrictions and prohibited uses in Section 2.3 of the MSLA, which are incorporated by reference. In addition, Customer will not, and will not permit any Authorized User or third party to:
Speed to Contact may suspend or terminate Customer’s access to the AI Services for any violation of this Section, the Acceptable Use Policy, or the Agreement, in accordance with Sections 5.3 and 11.3 of the MSLA.
10. DISCLAIMERS. IN ADDITION TO, AND WITHOUT LIMITING, THE DISCLAIMERS IN THE MSLA, THE AI SERVICES AND ALL OUTPUT ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAWS, SPEED TO CONTACT EXPRESSLY DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, WITH RESPECT TO THE AI SERVICES AND OUTPUT, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. SPEED TO CONTACT DOES NOT WARRANT THAT THE AI SERVICES OR OUTPUT WILL MEET CUSTOMER’S REQUIREMENTS, BE ACCURATE, COMPLETE, CURRENT, RELIABLE, UNBIASED, UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT PCI DATA, PERSONAL DATA, OR SENSITIVE DATA WILL BE FULLY REDACTED.
11. AI SERVICES INDEMNIFICATION.In addition to, and without limiting, the indemnifications in the MSLA, Customer will also defend, indemnify, and hold harmless Speed to Contact Indemnified Parties from and against any claims, disputes, demands, actions, suits, proceedings, losses, damages, and other liabilities, costs and expenses (including reasonable attorneys’ fees), arising out of or related to (a) Customer’s or its Authorized Users’ Input; (b) Customer’s or its Authorized Users’ use of the AI Services or Output in violation of the Agreement, including these AI Terms, the AI Subprocessors Policies, or Applicable Laws; or (c) any decision or action taken by Customer or its Authorized Users in reliance on Output.
12. ORDER OF PRECEDENCE. These AI Terms supplement and form part of the Agreement. In the event of a conflict or inconsistency between these AI Terms and the body of the MSLA with respect to the subject matter of the AI Services specifically, these AI Terms will control; provided, however, that in any event the disclaimers, limitations of liability, indemnities, and dispute-resolution provisions of the MSLA apply to the AI Services and any disclaimers, limitations of liability, and indemnities in these AI Terms are in addition to and without limiting the MSLA terms. Except as expressly supplemented or modified by these AI Terms, the Agreement remains in full force and effect.
